Salesforce CRM Team Lead

The Salesforce CRM Team Lead will work within the Global CRM team to raise the operational maturity of our Salesforce platform and the team that supports it. You will support multiple business units and processes across Salesforce capabilities—including Experience Cloud and CPQ—as well as connected marketing automation, automated testing, and enterprise data warehouse platforms. 

You will combine advanced Salesforce administration, delivery management, data quality, process standardization, stakeholder partnership, and team leadership. The successful candidate will work with business stakeholders, analysts, developers, and CRM colleagues to improve service consistency and deliver scalable, high-quality solutions. 

Salesforce Platform Leadership 

• Configure and maintain Salesforce using declarative tools, including custom objects, fields, page layouts, record types, validation rules, picklists, approval processes, and advanced Flow automation. 
• Lead root cause analysis and design scalable solutions for increasingly complex business requirements. 
• Oversee the configuration, testing, deployment, and ongoing support of Salesforce AI capabilities, including Agentforce agents, Prompt Builder solutions, and intelligent automation features. 
• Stay current with Salesforce platform capabilities and proactively recommend improvements. 
Delivery Management and Operational Excellence 

• Monitor case queues and team workloads, assigning or reallocating work as needed to support timely resolution and appropriate case coverage. 
• Collaborate with regional contacts to prioritize case assignments, ensuring the Global Salesforce team delivers effective user support and meets service requirements. 
• Coordinate Scrum-based backlog management, sprint planning, and work prioritization across the CRM support team. 
• Improve and maintain process documentation, Salesforce Knowledge articles, and support communications to promote service consistency and user adoption. 
Business Partnership 

• Build trusted relationships with business stakeholders, development teams, and cross-functional partners. 
• Translate business needs into scalable Salesforce solutions and communicate effectively across technical and business audiences. 
• Participate in requirements gathering, solution design discussions, User Acceptance Testing (UAT), release activities, and post-deployment validation. 
• Support informed decision-making through strong analytical and problem-solving skills. 
Team Development and Leadership 

• Mentor and coach CRM Analysts and other teammates, reinforcing established standards, governance, and operational best practices. 
• Model accountability and professionalism while fostering a culture of continuous improvement and customer-focused service. 
• Act as the escalation point for complex cases, providing hands-on support for critical or high-priority user issues when needed. 
Regional Business Support 

• Strengthen multilingual support in English and Spanish across North American and Latin American user communities. 
• Improve response times by serving as the CRM team’s first resource based in a North American time zone. 
• Expand regional collaboration with business stakeholders across Latin America.

Department: Sales & Business Development
Function: Information Technology
Experience Level: Not Applicable